About the Team
Customer & Product Support (C&PS) sits at the intersection of sales, customer success and R&D teams. Through close teamwork and collaboration, we drive positive customer outcomes and ensure seamless access and optimal utilization of AlphaSense’s market‑leading platform and products. We are committed to enhancing every user’s experience through consistent delivery of prompt and knowledgeable responses. The Customer & Product Support team is based globally across the US, UK, India and Singapore.
About the Role
We are looking for a proactive and experienced Senior Cloud Support Engineer to join our dynamic team. In this role, you will serve as a key technical resource and advocate for our customers, tackling complex technical challenges and driving customer satisfaction. You will leverage your expertise in cloud technologies, distributed systems and AI‑driven search platforms to ensure smooth deployment, troubleshooting, and optimization of customer solutions.
This role is ideal for someone who thrives in a fast‑paced environment and enjoys solving high‑impact problems.
For longer‑term growth opportunities within AlphaSense, we see this role as a stepping stone for those interested in growing into our Site Reliability Engineering (SRE) team. To make this possible, we have a program to facilitate ongoing training and tight collaboration with Engineering. Other options for progression pathways will be dependent on skill sets and individual performance goals.
What You’ll Do
- Deliver exceptional technical support: Act as the second line of defense for technical queries, ensuring timely and effective resolution of customer issues through close collaboration between L1 support and R&D teams.
- Troubleshoot and resolve technical challenges: Investigate, diagnose, and resolve issues related to both SaaS and private cloud environments, including AWS infrastructure and Kubernetes workloads, agentic systems and MCP connectors, providing necessary detail for Product and Engineering to carry forward complex cases.
- Collaborate cross‑functionally: Partner with the wider Customer & Product Support organization, Product and Engineering and Customer Education teams to relay customer feedback, identify opportunities for improvement, and contribute to strategic product enhancements.
- Contribute to knowledge sharing: Create and update support documentation, KEDBs, FAQs, and tutorials to empower customers and internal teams.
- Be an advocate for customers: Represent the voice of the customer in internal discussions and initiatives to maximize the value of our platform and products.
- Be an expert on our product and continuously build your knowledge: Proactively learn, stay up-to-date on new features and fill any gaps in your knowledge.
Who You Are
- A technically skilled professional with 3–5 years in technical support, IT operations, or a related field.
- A strong communicator with the ability to distill complex technical concepts for diverse audiences.
- A problem‑solver with a proactive and customer‑first mindset.
- Adaptable and eager to continuously learn and improve.
- Enjoy being part of an entrepreneurial team and work diligently to help others when needed.
Minimum Qualifications
- Bachelor’s degree in Computer Science, Information Technology, or a related field (or equivalent practical experience).
- Proficiency in CLI tools (e.g., kubectl, awscli) and scripting skills in Python, JavaScript, or similar.
- Understanding of GraphQL, REST APIs and MCP‑related troubleshooting.
- Experience and knowledge of connecting LLMs to external tools, including multi‑agent systems.
- Experience with alerting/logging systems (e.g., Prometheus, Grafana, FireHydrant).
- Demonstrated ability to communicate complex technical concepts to customers and team members.
- Experience in managing customer support cases throughout their lifecycle, including inquiry, triage, bug reporting, and resolution.
- Ability to create and maintain runbooks that ensure clear and actionable documentation for deeper troubleshooting procedures and Level 1 and 2 support training.
Preferred Qualifications
- Experience in networking and troubleshooting complex network issues.
- Experience troubleshooting in at least one major cloud platform (preferably AWS) and containerized environments using Kubernetes or Docker.
- Extensive experience working with GraphQL and other web APIs.
- Hands‑on experience with Infrastructure as Code tools, such as Crossplane, and related troubleshooting.
- Experience with Search Technologies and Data Storages (e.g., Vespa, ElasticSearch, MongoDB, MySQL).
- Experience or familiarity with the Java programming language.
- Experience with standard software release lifecycles.
Equal‑Opportunity Employer
AlphaSense is an equal‑opportunity employer. We are committed to a work environment that supports, inspires, and respects all individuals. All employees share in the responsibility for fulfilling AlphaSense’s commitment to equal employment opportunity. AlphaSense does not discriminate against any employee or applicant on the basis of race, color, sex (including pregnancy), national origin, age, religion, marital status, sexual orientation, gender identity, gender expression, military or veteran status, disability, or any other non‑merit factor. This policy applies to every aspect of employment at AlphaSense, including recruitment, hiring, training, advancement, and termination.
In addition, it is the policy of AlphaSense to provide reasonable accommodation to qualified employees who have protected disabilities to the extent required by applicable laws, regulations, and ordinances where a particular employee works.
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